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Cannot Install HyperSnap 8

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jakegibbs1954
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2015/01/27 18:32:24 (permalink)
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Cannot Install HyperSnap 8

Hi -
I have purchased an upgrade license for HyperSnap 8 (cleverbridge reference number: 69753265), but cannot get HS8Setup.exe to run. I am running Windows 7 Home Premium, Service Pack 1, 64-bit, on an HP Pavilion Notebook PC.
Symptoms:
  • Get security dialog "do you want to run this program?"; identifies C:\Users\jack\Downloads\Hypersnap\HS8Setup.exe
  • Get security dialog "do you want to let program modify...?"; identifies HyperSnap 8.
  • Sometimes I get an "app failed" message from Microsoft (not recently).
  • No further feedback from installation program.
  • Task manager identifies no programs or processes that begin with "hy", "setup" or anything else that suggests (to me) setup or hyper...
  • I get two log messages identifying "setup.exe": (see below).
Things I've tried:
  • Downloaded HS8Setup.exe multiple times, from both the US servers.
  • Removed HyperSnap 6.
  • Made sure my anti-virus software was up to date; ran a full scan.
  • Made sure Windows was up to date.
  • Disabled my anti-virus software.
  • Restarted my computer.
Suggestions?
 
Windows Log Messages (two)
Log Name: Application
Source: Application Error
Date: 1/27/2015 2:48:11 PM
Event ID: 1000
Task Category: (100)
Level: Error
Keywords: Classic
User: N/A
Computer: Scraping
Description:
Faulting application name: setup.exe_unknown, version: 0.0.0.0, time stamp: 0x54bd080c
Faulting module name: setup.exe, version: 0.0.0.0, time stamp: 0x54bd080c
Exception code: 0xc0000005
Fault offset: 0x0000000000038bff
Faulting process id: 0x1190
Faulting application start time: 0x01d03a83531e4322
Faulting application path: C:\Users\jack\AppData\Local\Temp\RarSFX0\setup.exe
Faulting module path: C:\Users\jack\AppData\Local\Temp\RarSFX0\setup.exe
Report Id: 91a5fea1-a676-11e4-b2cc-101f74179758
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Application Error" />
    <EventID Qualifiers="0">1000</EventID>
    <Level>2</Level>
    <Task>100</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2015-01-27T22:48:11.000000000Z" />
    <EventRecordID>38454</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Scraping</Computer>
    <Security />
  </System>
  <EventData>
    <Data>setup.exe_unknown</Data>
    <Data>0.0.0.0</Data>
    <Data>54bd080c</Data>
    <Data>setup.exe</Data>
    <Data>0.0.0.0</Data>
    <Data>54bd080c</Data>
    <Data>c0000005</Data>
    <Data>0000000000038bff</Data>
    <Data>1190</Data>
    <Data>01d03a83531e4322</Data>
    <Data>C:\Users\jack\AppData\Local\Temp\RarSFX0\setup.exe</Data>
    <Data>C:\Users\jack\AppData\Local\Temp\RarSFX0\setup.exe</Data>
    <Data>91a5fea1-a676-11e4-b2cc-101f74179758</Data>
  </EventData>
</Event>
=============================
Log Name: Application
Source: Windows Error Reporting
Date: 1/27/2015 2:48:26 PM
Event ID: 1001
Task Category: None
Level: Information
Keywords: Classic
User: N/A
Computer: Scraping
Description:
Fault bucket 109185503, type 20
Event Name: APPCRASH
Response: Not available
Cab Id: 0

Problem signature:
P1: setup.exe_unknown
P2: 0.0.0.0
P3: 54bd080c
P4: setup.exe
P5: 0.0.0.0
P6: 54bd080c
P7: c0000005
P8: 0000000000038bff
P9:
P10:

Attached files:
C:\Users\jack\AppData\Local\Temp\WERA8FB.tmp.WERInternalMetadata.xml

These files may be available here:
C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_setup.exe_unknow_1c9f864425b0bfffe32ee1ac48851c2db5b6d1_0629e2cf

Analysis symbol:
Rechecking for solution: 0
Report Id: 91a5fea1-a676-11e4-b2cc-101f74179758
Report Status: 0
Event Xml:
<Event xmlns="http://schemas.microsoft.com/win/2004/08/events/event">
  <System>
    <Provider Name="Windows Error Reporting" />
    <EventID Qualifiers="0">1001</EventID>
    <Level>4</Level>
    <Task>0</Task>
    <Keywords>0x80000000000000</Keywords>
    <TimeCreated SystemTime="2015-01-27T22:48:26.000000000Z" />
    <EventRecordID>38455</EventRecordID>
    <Channel>Application</Channel>
    <Computer>Scraping</Computer>
    <Security />
  </System>
  <EventData>
    <Data>109185503</Data>
    <Data>20</Data>
    <Data>APPCRASH</Data>
    <Data>Not available</Data>
    <Data>0</Data>
    <Data>setup.exe_unknown</Data>
    <Data>0.0.0.0</Data>
    <Data>54bd080c</Data>
    <Data>setup.exe</Data>
    <Data>0.0.0.0</Data>
    <Data>54bd080c</Data>
    <Data>c0000005</Data>
    <Data>0000000000038bff</Data>
    <Data>
    </Data>
    <Data>
    </Data>
    <Data>
C:\Users\jack\AppData\Local\Temp\WERA8FB.tmp.WERInternalMetadata.xml</Data>
    <Data>C:\ProgramData\Microsoft\Windows\WER\ReportArchive\AppCrash_setup.exe_unknow_1c9f864425b0bfffe32ee1ac48851c2db5b6d1_0629e2cf</Data>
    <Data>
    </Data>
    <Data>0</Data>
    <Data>91a5fea1-a676-11e4-b2cc-101f74179758</Data>
    <Data>0</Data>
  </EventData>
</Event>

post edited by jakegibbs1954 - 2015/01/27 18:35:14
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Re: Cannot Install HyperSnap 8 2015/01/27 19:32:06 (permalink)
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Hello Jake,
the only possible reason for such behavior that I can think of is a corrupt download, despite your many tries to re-download the file. The file itself on our server is OK, hundreds of people install it daily without such problems, but sometimes happens that your Internet provider, or another web server on the route from you to us, cashes the file, and somehow cached a damaged copy. Could you see if you can download it from either Server 1 or Server 2 link on our site, do you get the same binary file (comparing the both downloads with comp command for example?) Could you try to download the 32-bit version, does this one install correctly?
 
We could also compare the md5 signature of the original file on my server and what you downloaded. For the HS8Setup.exe on my "Server 1" right now it is:
 
850552B7C24AFA40360FC9CC13908555
 
If you need to download md5.exe, you could get it e.g. from https://www.fourmilab.ch/md5/ - the zip file there contains the source code too, but you need only md5.exe. You run it from command prompt, best in the directory where HS8Setup.exe is downloaded, like this:
 
md5 < HS8Setup.exe
 
If yours is different, we would know it's a download problem. If the same, then a technical problem with the setup.exe for some reason crashing in your environment... Or the WinRAR self-extractor module not extracting files correctly.
 
Greg
post edited by Admin - 2015/01/27 19:36:36
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Re: Cannot Install HyperSnap 8 2015/01/28 08:07:24 (permalink)
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OK, so the next hypothesis is that WinRAR self-extractor somehow does not work correctly and makes errors when extracting the files. Could you test this hypothesis by extracting the files manually from HS8Setup.exe into an empty folder, and then running setup.exe from there? To extract them you would need to open HS8Setup.exe in WinRAR, free trial at http://www.rarlab.com/ with either their windowed WinRar.exe, or their command line utility (rar.exe x HS8Setup.exe)? We could also compare the md5 of setup.exe module, which should be for this build:
 
B5D48AA9D28344208BF979D4291BAC67
 
After a manual extraction like this (assuming it works correctly), you could just copy the files where you want them and manually make a desktop icon or other shortcut to HprSnap8.exe - the main HyperSnap 8 product module. All should then work normally, no further installation is actually necessary. However if you want to help more, we could further debug the setup.exe program to learn what really goes wrong.
 
Greg
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Re: Cannot Install HyperSnap 8 2015/01/28 15:53:51 (permalink)
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Wow! I really don't know what it was. A virus maybe, modifying instantly downloaded or extracted EXE files? A disk sector being faulty and not reading code as it should? No idea what else. Suggest running a thorough disk check with checking also free disk space for sector errors on the disk you were using, then updating the anti-virus software and scanning all of the files in the system... Though anti-virus are losing the war against malware, not sure how this would be.
 
A disk check command that also checks all sectors and excludes/reallocates what's damaged:
 
                chkdsk/r C:
 
also for all the other hard disks in the system, e.g. D:, E:... It will want to run probably as Administrator, and for the disks with any files in use will want to do it during the reboot. Each scan may take a long time.
 
Greg
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